Service Commitment

We are committed to being a customer driven organisation and believe that you as our students have the right to expect services of the highest quality. We are here for one purpose only – to serve you – your needs are our business and we ensure that your needs are met with excellent service.

You can expect the following standards of customer service from all our staff:

Types of Requests & Services

Standards

Written enquiries

Acknowledge within 2 working days, and if follow-up is required, reply within 5 working days from date of enquiry.

Feedback and complaints

Acknowledge within 2 working days, and if investigation is required, address within 21 working days from date of complaint / feedback.

Request for refund

Refund within 7 days from date of request.

Request for transfer OR withdrawal

Reply within 7 working days from date of request.

Student leave application

Reply within 3 working days from date of application.

Examination results

Release within 3 months from date of examination.

Appeal of examination results

Release within 4 weeks from date of appeal.

New STP application

Register with ICA within 3 working days upon acceptance of offer of admission by applicant and completion of ICA requirements.

Renewal of STP application

Submit to ICA at least 14 working days prior to expiry of current STP.